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Need Automation Rule to Auto close tickets after 5 days of waiting for customer status

Mahesh Kallepalli
Mahesh Kallepalli Oct 09, 2019

Please help me on writing automation rule for auto closing tickets when status is waiting for customer after 5 business days

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Ravi Sagar _Sparxsys_
Ravi Sagar _Sparxsys_ Community Leader Oct 09, 2019

Hi @Mahesh Kallepalli 

There is already a rule for doing this. Take a look at it. It is based on an SLA (Time to close after resolution). If this SLA is breached that is after x days/hours then ticket will be closed. In automation rule the trigger is SLA breached.

Ravi

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Mahesh Kallepalli
Mahesh Kallepalli Oct 09, 2019

@Ravi Sagar _Sparxsys_ Can you briefly help me out as i'm new to automations 

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Ravi Sagar _Sparxsys_
Ravi Sagar _Sparxsys_ Community Leader Oct 09, 2019

Hi @Mahesh Kallepalli 

There is a really good documentation already on this topic.

Also this page explains in depth about creating automation rules.

I find it quite intuitive. Start by looking at existing rules but you can go through these pages to get proper steps.

Ravi

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Ragini Sharma
Ragini Sharma Jun 23, 2021

@Ravi Sagar _Sparxsys_ 

Hi Ravi,

Is there any other way to auto-close issues without defining SLA ?

Please help !!

Urgent !!

 

Thanks in advance !

Like • Rahul Savaikar likes this
Ragini Sharma
Ragini Sharma Jan 11, 2023

Hi Ravi

Is it applicable if we create a custom SLA ?

Because when I am trying to select the custom SLA I created in the Automation when this happens box, it does not bring the custom SLA name.

 

Please suggest !

Thanks !

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